An alternative answer is available (to do with communication skills, people skills, analytical skills and others). But that will cost a coffee and doughnut at a swanky caff._________________"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

They have to have empathy for the situation but from a one off point point of view

For example

A project manager needs to have his project completed by thne end of the weekend. He has a bunch of changes that he wants done. He waits to schedule them the last week (lack of P^6) before his project is due

Lo and behold major issues and his work does not get done

from a chaneg point of view ... I tell him .... I understand his issues but .. dont really care that his boss is going to be upset

for incidents - the carrier has a fiber cut to a OC192. It is going to take 12-48 hours to fix. The carrier is working to move as many customers to alternate path - takes times

If I worked for the carrier or the vendor using the carrier and my customers complain about their lack of service... I understand their problem, I feel for them but the issue is out of my hands.. I cant wave my hand and fix the problem

As I worked in the US Military as an Oxymoron - Military intelligence analyst - I used to brief admirals and generals - types who can blow up the word. A corporate Managing director just does not phase me.

I am polite.. I feel his issue. i will keep pushing to find out about getting the issue solved for him .. in line with my role and responsibilty but.....
as soon as I hang up... I deal with the next one...._________________John Hardesty
ITSM Manager's Certificate (Red Badge)